Job Description

Position Overview Our client is seeking a dynamic and experienced individual to join their team as a Dispatcher Team Lead. This role will oversee the dispatch operations, manage service requests, and provide leadership to a team of dispatchers to ensure excellent service delivery and customer satisfaction.

Essential Job Functions

• Lead and supervise the first shift dispatch team, providing training and support to enhance performance.
• Ensuring all dispatcher shifts are covered including weekend, on call, and PTO gaps
• Maximize resource allocation and company revenue by optimizing scheduling and routing, while effectively utilizing capacity management tools.
• Oversee customer service requests, ensuring efficient assignment of technicians based on priority, skills, geography, job scope and availability.
• Create and manage technician schedules, optimizing routes to reduce travel time and prioritize tasks by urgency that are in line with company budgets and goals.
• Act as the primary point of contact for first shift dispatch team, providing updates and addressing inquiries.
• Handle emergency service requests, coordinating appropriate resources and maintaining professionalism in high-pressure situations.
• Make real-time adjustments to schedules due to cancellations, emergencies, or changes in customer availability.
• Address and resolve service-related issues, including delays and cancellations, ensuring customer satisfaction.
• Leverage technology to drive efficiencies and improve operational performance by becoming proficient in the company’s software applications and dispatching tools.
• Use dispatching software, GPS tracking systems, and other technologies to monitor field technicians and improve operations.
• Facilitate clear communication between dispatch team and call center team to provide timely responses to customer inquiries.

Required Skills and Experience

• Minimum 3 years of experience in a dispatch or call center environment, with leadership experience preferred.
• Strong communication skills, both verbal and written.
• Excellent organizational abilities and attention to detail.
• Proficient in dispatching software, GPS tracking systems, and other relevant technologies.
• Ability to multitask, prioritize tasks, and handle shifting priorities effectively.
• Demonstrated leadership skills with a focus on team development and performance management.
• Empathy and a customer-focused mindset.
• Ability to work independently and as part of a team.

Working Conditions

• Office environment with occasional interruptions.
• Moderate noise level.
• Evening, daytime, weekend, and holiday hours may be required.

Compensation & Benefits

• Paid time off (PTO) & Holiday pay according to company policy.
• Continuous training and development opportunities.
• Medical, Dental, and Vision Insurance.
• 401K Plan with Company Match.
• Long-Term Disability.
• Company Paid Life Insurance.
• Flexible Spending Account
• Great Company Culture.

HR Pals acknowledges that equal opportunity for all persons is a fundamental human value. Each employee and applicant will be considered on the basis of individual ability and merit, without regard to race, color, religion, age, sex, sexual orientation, gender identity, gender expression, pregnancy, national origin, marital status, physical disability, mental disability, medical condition, genetic information, protected military or veteran status, or any other characteristics.

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